Job Title: Voice Process Associate / Voice Process Executive | Location: Hyderabad Job Type: Full-time

Job Summary: We are seeking a dynamic and customer-oriented Voice Process Associate to join our team. The ideal candidate will be responsible for handling inbound or outbound calls, providing exceptional customer service, addressing inquiries, resolving issues, and offering technical or sales support via phone. A strong focus on communication, problem-solving, and customer satisfaction is crucial.

Details

Key Responsibilities:

• Inbound/Outbound Calls: Handle incoming customer calls or make outgoing calls as per business needs (e.g., support, sales, surveys).
• Customer Assistance: Assist customers with inquiries, provide information about products/services, troubleshoot issues, and resolve concerns promptly.
• Technical Support (if applicable): Provide basic technical assistance, walk customers through troubleshooting steps, and escalate complex issues to higher-level support.
• Sales Support: Upsell or cross-sell products/services during calls, if applicable, in alignment with customer needs.
• Maintaining Customer Records: Document customer interactions, feedback, and issues in the CRM or call logs, ensuring all details are accurately entered.
• Problem Resolution: Identify customer concerns, provide solutions, and follow up as necessary to ensure full customer satisfaction.
• Service Quality: Adhere to quality standards, call scripts, and performance targets to ensure calls are handled efficiently and professionally.
• Escalation Management: Recognize when an issue should be escalated to senior support staff or management and take appropriate action.
• Maintaining Call Etiquette: Ensure clear, courteous, and positive communication with customers at all times.
• Follow-up: Conduct follow-up calls as needed to ensure issues are resolved or customers are satisfied with the service.

Skills & Qualifications:

• Excellent Communication Skills: Proficient in [language(s)] with a clear, pleasant, and professional tone.
• Active Listening: Ability to listen attentively, understand customer needs, and respond appropriately.
• Problem-Solving Abilities: Strong analytical skills to address customer issues effectively and offer appropriate solutions.
• Customer-Centric Attitude: Patience, empathy, and a positive attitude when dealing with customers.
• Multitasking: Ability to handle multiple tasks simultaneously, such as listening, recording information, and providing solutions.
• Basic Computer Skills: Familiar with CRM software, basic MS Office tools, and ability to navigate between different systems during calls.
• Flexibility: Adaptability to handle both inbound and outbound calls, and willingness to work in shifts (if applicable).
• Sales Skills (optional, for sales-based voice processes): Ability to upsell or cross-sell products/services, meeting sales targets.

Educational Requirements:

• High school diploma or equivalent (minimum).
• A degree in any field is a plus, especially for technical support or specialized roles.
• Previous experience in a voice-based process or customer service is an advantage but not mandatory.